Ship by Return Guard

Ship by Return Guard is a native label generation method available exclusively with the Return Guard plan. It is the Return Guard return method, automatically creating return labels for both covered and non-covered returns.

Capabilities

• Automatic label creation
• Waives return fees for covered orders
• International shipping
• Tracking return shipments directly in ReturnGO
• Viewing label costs and shipping details directly in ReturnGO
• Automatic detection of Return Guard coverage

Requirements

• Return Guard plan
• Ship with pre-paid label return method using a Ship by Return Guard connection
• Policy rules using a Ship by Return Guard return method

Benefits

Ship by Return Guard offers the following benefits:

• Uses a single return method and policy rule for both covered and non-covered cases.
• Automatically detects coverage and waives fees for covered orders.
• ReturnGO covers the cost of labels and waives return fees for covered orders.
• No configuration or integration necessary.

Limitations

• No manual selection of carrier or service level.
• Only returns using the Ship by Return Guard return method will be supported by Return Guard. Other return methods will not trigger Return Guard coverage or waive fees.

How It Works

When a customer submits a return, ReturnGO checks whether Return Guard coverage was purchased:

• With coverage:
  • ReturnGO pays for and generates the label.
  • All return fees are waived, even if the return policy rule normally charges them.
• Without coverage:
  • The customer is charged for the label cost.
  • Any return fees configured in the policy rule apply.

ReturnGO automatically selects the optimal carrier and service for all Ship by Return Guard returns.

Supported Return Guard Methods

To use Return Guard, all return methods must be set to Ship with pre-paid label with Ship by Return Guard as the connection.

Return Guard will only work with Ship by Return Guard return methods. If a return method other than Ship by Return Guard is used (e.g., drop-off locations, shipping carrier integrations, or ship with any carrier), Return Guard coverage will not apply.

To ensure full functionality and coverage, exclusively use Ship by Return Guard return methods.

How to Enable Ship by Return Guard

Ship by Return Guard is available when you have a Return Guard plan. To use it, configure a return method with Ship by Return Guard as the connection and apply it to your return policy rules.

Setting Up Ship by Return Guard Return Methods

1. Go to your Settings > Return Methods.
2. Open the Ship with pre-paid label section.
3. Click ADD RETURN METHOD or select a return method to edit.
   
   
4. Open the Shipping Label Settings section.
5. Set Connection to Ship by Return Guard.
6. Click on the save icon to save your changes.
   
   

Setting Up Ship by Return Guard Policy Rules

Once you've set up the Ship by Return Guard return method, you need to apply it to your return policy rules to ensure that it is used for both covered and non-covered returns.

To configure your return policy for Return Guard:

1. Go to Settings > Return Policy.
2. Click ADD RULE to create a new policy or select an existing rule to edit.
   
   
3. Open the Details section.
4. Select the return method that uses Ship by Return Guard.
   
5. Set up and configure the following:

• Policy Rule Eligibility: Specify which customers, orders, and cases are eligible for this policy rule.
  
• RMA Handling Process: Configure any automation rules you want.
  
• Additional Payments: Define what fees you want to charge for uncovered returns.

6. Toggle the Activate Policy Rule switch to enable or disable the policy rule.

7. Click on the save icon to save your changes.

Return Guard Billing

Labels and coverage fees are billed as usage on a monthly basis. Learn more about Return Guard billing here.

Troubleshooting

If Ship by Return Guard is not functioning as expected, follow these steps to identify and resolve the issue:

Incorrect Charges or Fee Waivers Not Working

If customers are being incorrectly charged or return fees are not waived despite having Return Guard coverage, it may be because a non-Ship by Return Guard return method is applied. 

To resolve this:

• Ensure that a return method using Ship by Return Guard is applied to the return policy rule.
• Verify that the order is eligible for Return Guard and that coverage was purchased.

• If a non-Ship by Return Guard method is used, labels and waiving fees will not apply and ReturnGO will not cover the return.

Return Guard in Unsupported Regions

There may be issues if you have customers in countries that aren’t supported by Return Guard. For example, a customer might buy Return Guard when placing their order, but when they go to return the item, Return Guard won’t work because it doesn’t support their country, leading to a failed label creation attempt.

To avoid this issue, ensure that Return Guard can only be bought in countries where it's supported. You can manage this through Shopify settings, as Return Guard is sold as an item in your store.

• Limit Return Guard Purchases: Ensure Return Guard is only available in regions where it is supported. Restrict the availability of the Return Guard item through your Shopify settings according to markets, to prevent customers in unsupported countries from purchasing Return Guard.
• Alternative Return Methods: For those unsupported regions, you can set up alternative return methods to process returns without Return Guard. 

Return Guard currently supports return shipping from the following countries:

• United States
• Canada
• United Kingdom
• France
• Germany
• Belgium
• Netherlands
• Hong Kong
• Singapore
• Australia
• New Zealand

Ship by Return Guard FAQs

What's the difference between Ship by Return Guard and Ship by ReturnGO?

Ship by Return Guard is a label mechanism designed specifically for Return Guard, while Ship by ReturnGO is ReturnGO's built-in return shipping solution for regular subscription plans. While both use the same backend technology, they have different purposes and billing structures.

Ship by Return Guard waives fees for covered returns and automatically selects the carrier and service.

Ship by ReturnGO enables you to choose specific carriers but is not compatible with Return Guard. ReturnGO will only recognize coverage status when using Ship by Return Guard.

Can I use a different shipping carrier with Return Guard?

Return Guard only works with Ship by Return Guard return methods. Other return methods will not be eligible for Return Guard.

Can I use a different return method other than ship with pre-paid label?

Return Guard exclusively supports Ship with pre-paid label return methods that use Ship by Return Guard. If you use any other return method (e.g., drop-off location, ship with any carrier, or shipping integrations), Return Guard coverage will not apply, and fees will not be waived.

Can Return Guard be used for international returns?

Yes, Return Guard supports international shipping, automatically selecting the best carrier and service for international returns, according to the list of supported countries.

How is Return Guard billed?

Return Guard labels and coverage fees are billed monthly based on usage. Your account will be billed for all uncovered labels (which the customer pays you for) as well as for 90% of the Return Guard fees.

Can I create test labels with Return Guard?

There is currently no test mode for Return Guard labels. If you need to cancel a label, please contact ReturnGO support.

Do I need to make separate policy rules for covered and non-covered returns?

You do not need to make separate policy rules for covered and non-covered returns. Any policy rule using a Ship by Return Guard return method will apply to both covered and non-covered returns. ReturnGO automatically waives or charges fees accordingly.